Supervisory Medical Support Assistant

Department of Veterans Affairs

The Supervisory Medical Support Assistant in the Community Care (CC) Service at the San Diego Healthcare System is responsible for the direct supervision and full supervisory responsibility of all Medical Support Assistants (MSA) assigned to their assigned Section within the CC Service. The Incumbent is responsible for ensuring the management of accurate and timely patient care coordination in the community and coordinating administrative support activities within the CC Service.

• The Supervisory Medical Support Assistant is under the general supervision of the Assistant Chief (Admin) of CC who provides program goals and objectives. The incumbent is responsible for planning and carrying out the assignment, resolving most of the conflicts that arise during the execution of the assigned duties, coordinating the work with others as necessary and interpreting policy on their own initiative in terms of established objectives. In some assigned duties, the incumbent also determines the approach to be taken and the methods to be used. The incumbent keeps the Assistant Chief of CC/Supervisor informed of any concerns that may arise in the ability to complete the assigned duties or in the case of potentially controversial matters. Incumbent serves as a key point of contact for Veterans or beneficiaries seeking treatment or requesting information relative to their care in the community. Major Duties include but are not limited to: Assign work to employees, evaluates work of subordinate staff, monitor workload and clinical volume, and monitor clinical competencies. Responsible for managing Human Resource aspects of service operations, including hiring process, disciplinary action and Labor/Management relations. Responsible for resource management and distribution, assessing staffing levels and needs, space planning, and assessing equipment and technology needs along with corresponding requests for needed resources. Prepares performance plans and performance evaluations; recommendations for appointment, awards, advancements and ensuring new hires are properly vetted. Incumbent monitor's staff competencies and updates staff competency folders in accordance with all regulatory guidelines and identifying continuing education and training needs. Skillful in interpersonal relationships and conflict resolution. Complies with and ensures that Department of Veterans Affairs EEO guidelines are followed within the Service. Supervise, direct and manage a diverse MSA staff and is involved to on-the-job team problem solving; developing, implementing and evaluating improvements to work processes and identifying continuing training needs. Supports and is involved in teamwork and/or team building both within the incumbent's Service and other Services. Responsible for a full range of functions associated with the daily operation of the assigned clinic, ensuring that referrals for the section are processed, treatments are provided, and documentation is completed according to TJC, CARF and service policies. Provides advanced professional oversight and consultation to MSA staff and evaluates complex processes with great autonomy. Incumbent develops and implements new processes and provides guidance for MSA staff. Consults with medical staff through patient presentations, clinics and conferences. Responsible to continually evaluate the success of ongoing improvement projects programs and recognizes the need for new programs. As the need for new programs is identified, the incumbent must develop and initiate new treatment programs which apply current research finding. Monitor's inventory, projects equipment and supply needs for treatments and submits requests of those if indicated. Responsible safe operations of the clinic, ensuring the safe environment, the work area is secured, and equipment is clean. Possesses subject matter knowledge of the organization and Service in order to respond to requests, inquiries, problems, and to identify and communicate any discrepancies in scheduling or improperly completed orders. Incumbent must be able to follow extensive guides in form of instructions, manuals, regulations, and precedents that apply to the work. Incumbent uses own judgment in locating and selecting appropriate guidelines, policies, procedures, and other sources and adapts them according to the circumstances of the specific situation. Responsible for data collection and validation. He/she will ensure that encounter errors (e.g., open encounters) and appointment wait time errors are corrected timely. He/she will also ensure that consults are addressed by staff in a timely manner. This will include setting goals, assigning and reviewing g work, setting deadlines, and taking corrective action when goals are not met. Meets the needs of customers while supporting VA missions. Communicates and treats customers in a courteous, tactful and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Work Schedule: Full Time; Work schedule will be determine upon selection Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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